I’ve got a confession. I’ve developed a very bad habit lately.
It’s called Pinkberry, do you know it?
I was originally a fan of Yogli Mogli (if I didn’t explain these are frozen yogurt outlets, you’d think I had some strange disease, lol.)
The trouble is that I’ve become allergic to a lot of food, not actually to the food but all the additives and preservatives so am having to go natural and even raw these days. I digress . . .this really is a story about customer service and how to stand out from the crowd.
I discovered Pinkberry and it’s naturalness along with great healthy toppings, diced fresh fruit and I just know those dark chocolate crisps must be good for me. What really captivated me was the CUSTOMER SERVICE. When they hand you your paper dish they do it with two hands. It makes you feel kind of special.
It’s not just plopped on the counter unceremoniously, or slid over to you as if to say “here you go.” Instead, no matter which attendant is working, they take both hands and center your cup of frozen yogurt, custom made to your specifications, and present it like you would a gift, with both hands.
Giving Yourself as the Gift of Great ServiceDid you know that in Japan when you are presented with someone’s business card, it is done with two hands and a bow of the head? It is as if you are presenting yourself as a gift with grace to the other person and they are doing the same with you. I think this elevates customer service to the next level, it adds in specialness and takes us out of that place of rush, rush, hurry, hurry.
With Pinkberry, which is an almost daily habit (don’t panic, I’m using it as a meal replacement, not a dessert) I look for my two handed delivery. Sometimes you can kind of tell, they have a line and almost forget to use two hands. I’m betting that while they were trained in it, no one told them the impact it has and that it makes Pinkberry special beyond the product. Great customer service is a gift, and whoever began this business, gets that.
So the big question is, where are you adding two hands for the gift of good customer service in your business? What unique customer and client service deliveries do you use with your clients? I see the two hands kind of like turn down service at a fine hotel, it’s the chocolate on the pillow, the fresh flower in the vase on the room service tray. It’s what takes it from ordinary customer service to unforgettable customer service and something you’d talk about. (Bet you’ll be looking for a Pinkberry in your area now!)
Oh and while Pinkberry’s product is great, this isn’t about the product, really. It is about a totally free little something something that they’ve added, so simple and so powerful. Where’s your “two handed” gift of customer service?
Share your comments below on memorable customer service you’ve experienced AND that you deliver!
The custom of exchanging business cards in japan is about receiving as well as giving. The card is an extension of person themselves and must be treated as such. Woe be to the business person who takes it and puts it in their pocket or worse, folds it in half. This would be taken as major insult that will taint the burgeoning relationship.
It is why as a patron of business I try to be respectful of the staff serving me the product I ordered. As a frequent guest of a particular hotel when traveling I’ve learn the staff’s names and tip appropriately. I even bought them pizza on Super Bowl Sunday.
Service is a continuum of giving and receiving and I try to reflect that when conducting my business.
Barry,
You are absolutely correct. Service is about giving and receiving and I have taken care of staff as well!
Hugs, Melissa
When one feels that they have received great customer service, rest assured that they will come back to you. Knowing that you are receiving the best service and attention does wonders for a business.
Ahh but Lynne, there is something tricky here, just because you get it once doesn’t mean it happens every time. All too often the service depends on the individual instead of the company.
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